Service Level Agreement

Last updated: June 17, 2021

This Usee Service Level Agreement(“SLA”) is a policy governing the use of Usee Demand Forecasting Situation Service(“Usee”) and applies to users who uses Usee. In the event of a conflict between the terms of this SLA and the terms of the other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict.

1. Target Services

“Usee” is a future predictive solution service made through the theory of exploring data-centric predictive models. It has the capability to integrate not only with a company’s internal data but also with external data automatically. It can extract valuable features from all collected data and construct suitable predictive models through extensive testing of various forecasting and predictive methods.

2. Service Commitment

FSOFT will use commercially reasonable efforts to make Usee available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 95.00% (the “Service Commitment”). In the event Usee does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

3. Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Usee for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

Monthly Uptime Percentage Service Credit Percentage
Less than 95.00% 10%
  • The calculation of “Monthly Uptime Percentage” excludes system maintenance as specified in our service quality assurance and maintenance hours and exceptions. Monthly Uptime Percentage measurements include only issues caused by our company. Problems related to maintaining the connection from the service user’s network to our service are considered the user’s issues and are not taken into account in this document.
  • Service Credits can only be applied to future payments for the respective service. Service credits will be subtracted from the billing amount for the following month and beyond after acknowledging the events that occurred in the service, rather than refunded to service users as usage fees. Service credits cannot be transferred or applied to other accounts.

4. Credit Request and Payment Procedures

To receive Service Credits, you will need to send a requesting email to info@usee.ai. To be eligible, the credit request must include:

  1. the words “Usee SLA Credit Request” in the subject line;
  2. the dates and times of each incident of Unavailable-service Condition
  3. Accounts or information of organizations affected; and
  4. Logs or screenshots when the service is not operational. (Please send them with sensitive information marked.)

Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

5. System Maintenance

System maintenance is an essential process to ensure the continuity of the provided services. This process may be planned for specific days and times at the discretion of the responsible team. Maintenance tasks are scheduled to minimize any impact on user access.

System maintenance is conducted as follows:

  • For maintenance tasks that do not affect user access, they are performed without prior notification at any time.
  • For maintenance tasks that may impact user access, the following notifications are provided:
    • For regular maintenance, an email notification is sent 48 hours before the maintenance work begins.
    • For emergency maintenance, an email or phone notification is sent 15 minutes before the maintenance work begins.

6. Exceptions

In the following cases, Usee cannot be held liable for damages:

  • Cases of service interruption or termination as stipulated in Section 5 of the Usee Usage Agreement.
  • Cases resulting from factors beyond our control, such as war, fire, flood, terrorism, trade embargoes, government agency requests, DNS attacks, or national network incidents.
  • Cases where the user is responsible for the cause of internet connectivity limitations

7. Definitions

  • ”Unavailable-service Condition” is the condition Usee’s server is not ready to run correctly.

8. Contact Information

If you have any questions or requests related to breaches of agreement or claims for damages, please contact the following:

FPT Software Japan Co., Ltd.
Address: 1-7-6 KDX Hamamatsucho Place, 6th Floor, Shiba Koen, Minato-ku, Tokyo, 105-0011
Hotline: (+81) 03-6634-6868
Email Address: info@usee.ai

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